Healthcare at Home Reviews 139

Used to be really good but my experience over the past few months has been terrible.

I'm always chasing medication and no one appears to take any form of ownership whatsoever.

They rang me yesterday evening. Phone rang twice, they hung up on 3rd ring. They rang this morning. I answered on 2nd ring. They hung up. I am now waiting for the letter that says we've been trying to contact you!!! You didn't try very hard!! The fact that they are dealing with ill, incapacitated and vulnerable people, dependent on their prescribed medication, appears to be lost on this company. As a organisation, you are a disgrace. People's quality of life are in your hands, and nobody seems to give a flying. How the hell you have managed to retain a NHS contract is way beyond me. All I have to say is it's a good job you're not in charge of organising the breweries xmas party!!

I am in chronic pain waiting for my medication to be issued by this company. I ring daily and I am fobbed off by call handlers who promise a call back. Lack of compassion, empathy and ethics. Any organisation who leave a patient in chronic pain should not be allowed to operate. I hope they loose their contract with the NHS.

How do I sort out an issue when I can’t even get to speak to the right team ? I have rung 4 times , emailed and tried online chats all afternoon yesterday and today . Was promised a call back but that didn’t happen

They do not answer their chat line on their app. let alone phone calls and emails. I have tried 12 times in the past 5 days.
People depend on essential medication and timely delivery. This company does not understand they owe customers a duty of care. Changing company name to Sciensus won't help repair their bad customer service reputation.

The most appalling customer service.
Nobody cares about the patient.
Very rare that they answer the phones.
Never reply to emails.

Don't bother using them.
AVOID! AVOID! AVOID!

Appalling company. I received 2 texts informing me that nurse would arrive between 9.15- 11.15 to give me my injection. Nobody turned up, I waited in all day and tried countless times to phone them and was left on hold for over 15 minutes & then cut off.

5 days later I am still unable to talk to anybody and my injection is now 5 days late. I will be discussing with my doctor to raise a serious complaint within the NHS.

Never had a problem with my prescription delivery until I was put on hold pending blood tests. Rheumatology sent a new order through 30th Nov, its now 21st Dec and company still insisting they haven't received it yet....I'm stuck in the middle having to keep continuously ringing up and bothering the poor NHS nurses and spending lengthy waiting/ call times to HAH. I know they had appalling reviews under their old name, can only imagine the rebranding is a way to distance themselves from this.Scienceus or whatever you're now calling yourselves, you've failed.

I used to request my prescription am or pm and always requested pm as I am disabled and only come downstairs @ 9am as I takes me a while to dress.
You cannot now requesf am or pm but get a 2hours slot the day before my las one was 8am to 10pm an I missed it. Had to wait a week for next delivery with
out drugs

Dreadful slow service. Maybe spend less on rebranding to Sciensus and more on customer delivery.
Tried to call and advised of at least 10 minute wait - the recording advised to use online chat for quicker response, where there is a 15 minute wait!!
Bring back collection of medication at the hospital pharmacy and get rid of these intermediaries.

Since they’ve rebranded to sciensus they are shocking. I’m now without my meds for a week, in flare. Close to being hospitalised and I’ve been chasing them for 2 weeks. It’s now having to be sent by courier and I’m not holding my breath on that. At least when they were HAH they would ring to arrange delivery and they were delivered on time.

So here I am again a day before I start my new chemo regime and still no call from Sciencis. I’ve rang and spoken to a call centre handler to be told I would be called back and nothing. Every month since it’s been called Sciencis I have had to chase up my chemo prescription on my week off. Now if I do get a call back and a delivery it will be arranged by an emergency courier. How the hell is this saving the NHS money. Plus the stress I am having to deal with while battling this disease. Shame I have to give 1 star.

They don't deserve 1 star. Terrible company to deal with.
They didn't call to arrange delivery so after calling them managed to arrange it.
On the day no delivery surprise surprise. Had to get in touch with them and now delivery arranged for tomorrow. Not holding out hope it will arrive. Coming up to a week over my medication due date.
Emailed a complaint Monday but no reply.
If you don't have to go to this company don't. Avoid at all costs.
I have made a formal complaint to the company and to Cqc also.

They wanted to deliver on a Wednesday, told ghem no good rearranged for the Friday, they then sent z message on the Tuesday to say delivering Wednesday. Phoned they were going to cancel and rebook on Friday. Wednesday text with times they would deliver on Wednesday. After 30 minutes On hold on speedy chat room agreed to alternative address. Text to say later 1 more stop, the next delivery then failed as item not in depot. After 1 hour waiting for advisor on line chat, informed someone would phone but could not be this Friday as too busy (original agreed date). Absolute shambles, never had problem with previous company, can never get through on phone and the chat room takes upto 1 hour to znswer

I would like to thank all the staff who work for healthcare. You have all been so helpful with all aspects of my care. I would especially like to say a big thank you to Naz the nurse who came into my home and explained everything to me so I understood. And was confident that I could administrator the treatment myself. I can't understand why the service has bad reviews. My experience has definitely been 5* .

Very stressful having to deal with this company, they don't respond to the respond tab in their text message to rearrange a delivery. Which would make one wonder why they put it there. I'll be getting in touch with my rheumatology team about this company, see if they can do something, after all it's the NHS that give's this incompetent company the contract, must be getting some sort of back hander from them.

Oh and Danni instead of replying to this review with an automated response, try answering the email's about rearranging delivery of medications.

EDITED - STILL A COMPLETELY INCOMPETENT COMPANY!

Have already submitted one formal complaint and received an acknowledgment admitting they failed in their service. Will be submitting another formal complaint but now will also be contacting the CQC and will fight to ensure this company loses its license with the NHS.
It’s just not acceptable for Sciensus to operate like this.

ABSOLUTELY SHOCKING!

If only zero stars was possible….

I’m absolutely perplexed as to how this company is used by the NHS. This is not Amazon where it doesn’t matter if a parcel is late, etc. This is healthcare and you can’t mess around with peoples health.

If I knew this company’s service was this poor I would have refused to move onto home based treatment.

For anybody considering using this company, I strongly strongly suggest you completely avoid. They won’t answer your calls and if by chance they do, it will be after you’ve spent countless minutes waiting. They promise to call you back but they never do. Whoever is responsible within this company should take a serious look at how they are running this organisation and should be seriously ashamed.

Awful awful service and I haven’t even started my treatment yet which is now overdue because they are just messing me about……

As per other reviews, I will be contacting the CQC to make a formal complaint. How on earth the CQC haven’t already terminated their contract with this company is difficult to fathom.

On the 20 October I got a text saying my delivery would be between 8am and 8pm on 28 October. I rang them explained I couldn’t be in all day as I was on school run am or pm. Lady on phone informed me they do an evening delivery, this has after all the years has never been mentioned to me before so I was pleased and we arranged it to be delivered between 6pm to 9pm on Weds 3rd.Then yesterday 1st Nov at 4.51pm I got another text saying it was going to be delivered on 3rd Nov between 8am and 8pm. Again I rang up at 9am asking what this was about as I’d confirmed with a member for the evening delivery. She said yes I was down for evening delivery and it was the messengers error. All sorted….so I thought. This evening I got another text at 6.30pm now telling me my delivery was coming between 8.35am and 10.35 am tomorrow.
What is going on in that company! One doesn't seem to know what the other is doing. We’ll unfortunately I won’t be in, they are wasting the drivers time. I need the injections and will be in on the evening of the 3rd.. we’ll see if they come

Bad before and after their name change to Sciensus. They're always late getting medications sorted & causing missed doses. Can not recommend.

Obviously rushed off their feet and dealing with the most ill patients in the country who are often worried, fearful, frustrated and lonely! Until recently I too could not find the chat button - this was caused by some conflicting software on my computer. I put that down to HAH using a proprietary chat bot instead of having an in house technical team. The delay when trying to contact them at any time of day and by any method is ridiculous and gets worse every time. Not sure if this is due to shortage of staff or them not being interested. I suspect that most staff ARE keen to help but some enjoy being downright unhelpful - you can almost hear them smirking under their breath. "Oh you have no drugs, well why didn't you contact us sooner? Because YOU promised to deliver them last week."
I had a very urgent and justified reason to contact them in an evening and was just left hanging on for over an hour when I was dropped off the system when they closed. So someone put going home on time above helping a seriously ill pensioner. Understandable, yes if they need to get a bus but this IS lifesaving healthcare and you wouldn't get many nurses just walking out of the ward if a patient was lying there waiting for treatment! I suspect the staff get a lot of complainers and get fed up. This is healthcare not normal call centre work selling cheap mobile phones! Perhaps someone could be booked to work on until 22:00 to clear all the left overs at the end of the day?!
In this case someone had to driver 200 miles on a Saturday just to give me my drugs. Appreciated of course but cost the Health Service a fortune!
Three stars as I do usually get what I need but it can be hard graft to get things sorted out. Why, as someone else says can't some patients (especially those on a regular regime) just collect their medicine from a local chemist? In fact why does it all need delivering anyway?
Delivery people are usually OK except some temporary people one who thought he was delivering pizzas not cancer drugs and left them to get warm on the doorstep. £1500 of ruined drugs in the bin! On this point why not give patients small battery backed up fridges for their drugs during power cuts? I have had to buy a generator.